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Reporting an issue

Recognising our people

We believe in recognising our people for doing a great job, so if you've had a great experience and would like to tell us why then please contact your local office here. We'll then be in touch with further details on how to share the details of your experience. 

Our complaints procedure

Taylor Wimpey is committed to providing homes and service to the highest standard. We work hard to resolve the issues our customers bring to our attention but we know that sometimes things can go wrong. If you have a concern or are dissatisfied in any way, we’ll do our best to resolve your issue in a fair and transparent way.

We’ll investigate all complaints competently, diligently and impartially and every complaint will be assessed fairly, consistently and promptly, taking into account all relevant factors to ensure a fair outcome.

Contact us Discussion with your local team

If you’ve reserved but are yet to complete the purchase of your home and you’re dissatisfied with the service we’ve provided, please raise your concerns with your Sales Executive at the Sales Information Centre.

If you’ve already moved into your home and are dissatisfied, please contact your appointed Customer Relations Manager or your local Customer Service team as they’re best placed to address your concerns once you’re settled in.

Alternatively, you can contact us by phone, email, e-form below, or post, and provide us with the following information:

  • Your name, address and contact details
  • A clear description of your complaint or any dissatisfaction and any evidence you wish to submit
  • Details of what you'd like us to do to resolve the situation
Sales executive on phone

Step 1 Written acknowledgement

We will send you a written acknowledgement of your complaint within 24 hours from the first business day after we receive your complaint (Complaint Initiation Date). This will include:

  • A reference number of your complaint
  • The name and contact details of the person handling your complaint
  • An overview of the complaint process and the expected timeframe
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Step 2 Path to resolution

We will send you a path to resolution letter within 7 days of the written acknowledgement. This will include:

  • A summary of your complaint and the main issues
  • An outline of the steps we will take to investigate and resolve your complaint
  • Any information or documents we need from you to assist our investigation
  • An indication of when you can expect a final response or a closure letter if we are able to as it may not be possible at this stage
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Step 3 Complaint Assessment and Response Letter

We will endeavour to resolve your complaint as quickly as possible, and we will continue to provide you with a weekly update on the progress of your complaint. Within 30 days of receiving your complaint, we will send you a letter with our review and outcome. This will include:

  • A report on each complaint and how we resolved it, or why we need more time or work to do so
  • An explanation of our decision and the reasons behind it
  • Information about any dispute resolution service or ombudsman service you can contact if you are not satisfied with our outcome
Customers with sales executive

Step 4 If you remain dissatisfied

If your problem has not been fully resolved or consider that the handling of your complaint has not been adequate and you remain dissatisfied with the response, you can request of the Customer Director that a review is carried out. The local Customer Director has overall responsibility for ensuring our customers receive the highest levels of care and will ensure that your dissatisfaction is handled by the most appropriate person in the regional office.
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Step 5 Closure letter

We aim to resolve your complaint within 56 calendar days of the Complaint Initiation Date. Once we have reached a decision, we will send you a closure letter, which will include:

  • A summary of your complaint and the outcome
  • An explanation of the reasons for our decision
  • Any actions taken or agreed to resolve the issue
  • Information on how to escalate your complaint to an external body, if you are not satisfied with our decision

If we are unable to resolve your complaint within 56 calendar days, we will send you a letter explaining the reason for the delay and the expected timeframe for a resolution.

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Next steps

If you remain dissatisfied after receiving our final response, or if we fail to respond within the required timescales (56 days), you may be able to refer your complaint to an independent body.

 

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